Specialist online marketing research agency, Columinate, released its fourth annual Internet Banking SITEisfaction survey. The survey is a measure of customer satisfaction with online banking services in South Africa and the significant changes that banks are undergoing.
This marks the third year that [DATA FNB:FNB] has come out on top matching the highest ever survey of 75 points out of 100. Standard Bank followed in second place with an improvement at 66points and was the fastest riser in this year’s survey.
[DATA CPI:Capitec] fell to third position, followed by [DATA NED:Nedbank] and [DATA BGA:ABSA] in the two lowest positions.
Online banking in South Africa is growing steadily despite concerns on fraud, according to the survey.
Dr. Henk Pretorius, CEO of Columinate, said the findings were “largely positive”, however he warned that “the widespread nature of fraud evident in the results taints this picture somewhat”.
According to report, the banking industry has succeeded in “providing a better online experience than ever before”.
“Before this year, the gap between general banking satisfaction and internet banking experience meant that, on the whole, internet banking detracted from the experience of banked consumers. This year has seen the gap almost disappear, which is a compliment to banks’ efforts in the digital space,” said Pretorius.
This year’s findings showed the importance that users attach to ease of banking across multiple devices.
“Amongst bankers who make use of the traditional internet banking website, the favoured combination to access accounts is computer and cell phone (38%), followed by computer, cell phone and tablet (30%), with a smaller proportion using a computer only (24%),” said the report.
One of the major positives was that consumers were taking better control of their finances.
When it came to how satisfied consumers were with their bank’s mobile facilities, FNB still came out on top, followed by Capitec and then [DATA SBK:Standard Bank] in third place.
Pretorius said, “Collectively, this shows how a comprehensive digital strategy should account for access across all devices, especially considering how mobile and tablet access is increasing.”